Customer Success Manager

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our  Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate  innovation and reduce risk.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary:

The Reltio Customer Success Manager (CSM) is responsible for driving customer adoption and retention, mitigating risk, and providing guidance and thought leadership for our customers throughout their relationship with Reltio. You will serve as the primary post-sale point of contact after implementation and use in-depth knowledge of the products being sold,  the customer industry and/or business processes, and technical expertise to facilitate adoption and utilization of Reltio products.  You will inspire and guide customers towards meeting their goals through delivering unified, interoperable data to their business. As a CSM at Reltio, you will be the champion of our customers, building and maintaining strong relationships to ensure their success on our platform and the retention and growth of our customer base. 

Job Duties and Responsibilities:

• Account management for large enterprise customers to help them gain value from Reltio as measured by retention, adoption,  growth, and customer advocacy. 
• Provide required visibility into Customer health by identifying adoption opportunities and retention risk to align internal teams around customer’s success. 
• Build a comprehensive understanding of customers' business goals and objectives, crafting a strategic success plan that aligns with and supports the achievement of those goals 
• Document and review the success plan, provide guidance on the customer journey and use a consultative approach to help customers achieve their goals
• Hold and grow a trusted advisor relationship with customer sponsors to such that all activities are closely aligned with the customer's business case, strategy and goals allowing the full potential of the Reltio solutions to be realized. 
• Track, report, and benchmark all milestone related adoption activities such that the overall success of the customer's initiative can be closely monitored including visibility to the executive sponsors.
• Actively promote all current products the customer has licensed while identifying additional opportunities to showcase additional features, products and services. 
• Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value
• Recommends specific solutions to achieve the customer's desired result that align with best practices of the product and industry. 
• Design metrics and measures in order to measure ROI on the company's products by the customer.
• Timely data capture and documentation within internal applications to ensure data driven decisions are being made to proactively identify adoption and retention risk. 
• Work closely with the sales team to identify and pursue upsell and cross-sell opportunities, foster synergy, create alignment and collaborate on the creation of customer value. 
• Partner with extended customer-facing account teams to develop strategic and technical plans that help customers achieve their business objectives. Manage the execution of these plans including the tracking of objectives, stakeholders, milestones, risks and metrics. 
• Work with Marketing teams to boost customer advocacy and develop case studies. 
• Facilitate and lead customer meetings with an agenda driven prescriptive approach to capture and measure their outcomes and value using our product. 
• Identify, document and track critical customer information such as usage, health scoring and desired outcomes to make data driven decisions across the organization to proactively identify and mitigate risk. 

Skills You Must Have:

• Bachelor's degree or equivalent experience; 
• Minimum 5 years relevant work experience as a Technical CSM, Technical Account Manager or Success Architect in Enterprise Software space 
• Deep knowledge of cloud software solutions, master data management, data governance, data quality and analytics concepts, architecture and use cases.
• Ability to apply experience and deep industry knowledge to understand and navigate a customer's decision-making process, goals, strategies, and business objectives
• Ability to build consultative effectiveness and establish trust with internal and external customers
• Ability to clearly articulate and quantify the business value that the solution delivers, as well as the specific business problems it addresses.
• Possess strong presentation, verbal and written communication skills and command credibility with senior executives
• Previous experience and expertise in data management consulting or solutioning
• Previous experience and expertise in software architecture and understanding how applications fit together within a customer’s ecosystem. 
• Proven effectiveness at leading and facilitating executive meetings and workshops
• Strong discovery  skills to uncover customer problems and the value associated with solving them

Skills That Are Nice to Have: 

• Previous Reltio Experience 
• Reltio Certifications
• MBA or advanced degree